Optimove
OCTOBER 25, 2018
Digital and voice assistants are often the butt of many jokes, which speaks volumes about how we perceive this type of technology. This marketoon by Tom Fishburne makes me laugh every time I put my eyes on it because it’s a good demonstration of how suspicious we all can be toward innovation. We often realize the power it holds but also feel a bit doubtful about the capacity and execution.
InMoment XI
OCTOBER 26, 2018
I recently attended the CX Forum where brands shared and discussed not only their CX successes, but also their key challenges. Three of the principles particularly resonated with me, since they spanned the sectors and have existed as challenges since CX programmes were first established. All three are relevant for businesses in any stage of. View Article.
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AskNicely
OCTOBER 24, 2018
Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. Savvy business leaders work to ensure those outcomes by making Net Promoter Score a key performance indicator. They give this KPI to their marketing department or customer success team. However, while these teams are incented to execute, they often arrive back at a common set of challenges: Low Response Rates.
Experience Matters
OCTOBER 24, 2018
I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professi
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
IntouchInsight
OCTOBER 26, 2018
What is it that prevents many customer experience (CX) pros from improving CX through the VoC? Here are seven reasons.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
OCTOBER 22, 2018
This original article was written by Steve DiGioia. I don’t like seeing tip cups on store counters in coffee shops. Some think it’s tacky, but others think it’s perfectly justified. What about you? Why should I tip someone for making me a cup of coffee ? I don’t tip my dry cleaner who cleaned and pressed all my shirts perfectly, greeted me warmly as I entered his store and always offers to carry our clothes to the car when my wife stops in.
QuestionPro Audience
OCTOBER 26, 2018
It’s no secret that the pet food industry is booming, and will continue to grow in 2019 due to two important factors: humanization and premiumization. Pet owners are already buying the amount of pet food they need, so the quantity can’t go up. Instead, growth is due to pet owners buying the best products for their pets. Premium pet food sales are continuing to increase, whereas other areas are seeing drops in growth.
CloudCherry
OCTOBER 25, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights.
GetFeedback
OCTOBER 22, 2018
When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story.
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ijgolding
OCTOBER 25, 2018
We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. “Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand. In other words, we keep buying the brands that give us the positive experience we remember – one that stands out from all the others.
QuestionPro Audience
OCTOBER 24, 2018
We may be only halfway through October, but it’s not too early to think about the upcoming holidays, and more importantly to many consumers and retailers—holiday shopping. In fact, holiday spending begins in October, not November. And according to eMarketer, all retail sales, whether online or in-store, will grow by 3.8% in 2018, to the tune of $691.9 billion.
Beyond Philosophy
OCTOBER 25, 2018
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?
Customer Bliss
OCTOBER 25, 2018
In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. .
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
TechSee
OCTOBER 23, 2018
Hello. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Are you calling to make another reservation? If so, I see you have 345 Loyalty points available to use towards your stay. Personalization as a driver in customer service.
AskNicely
OCTOBER 25, 2018
Turning NPS Promoters Into Proactive Advocates. Dear Abby, How can I leverage my NPS Promoters and their feedback for referrals and growth? Last time we talked about what do with your detractors, but more and more customers have been asking for a strategy around what to do with their NPS promoters. Look no further! Here are 4 ideas about how to get your promoters to become proactive.
Centriam Customer Experience Lab
OCTOBER 25, 2018
So you’ve decided to get going with a data driven Customer Experience program. Now what? Historically, it would have taken many steps, involving several internal and external individuals, months of meetings, emails, signatures, and headaches. With Centriam, you can go from a list of customers to live closed-loop transactional NPS surveys in less than one day.
InMoment XI
OCTOBER 24, 2018
I am a planner. As a mom of four small children I have to be, in order for us to be (nearly) on time for all of our various commitments. Last Saturday morning for example, I had everything all planned out. I was going to take my second oldest to soccer while my husband took. View Article.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
GetFeedback
OCTOBER 22, 2018
Use these two very effective (and often overlooked) survey methods to predict customer retention.
Omnicus
OCTOBER 26, 2018
Find out if you’re cut out for creating an amazing customer experience.
CX Accelerator
OCTOBER 25, 2018
What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.
InMoment XI
OCTOBER 22, 2018
Fremont Bank Talks CX: Survey Success At Fremont Bank, they’ve worked hard to establish a relationship with clients face-to-face, however they acknowledge that digital methods of communication have changed how customers prefer to communicate. Watch Fremont Bank’s VP of Client Experience explain the challenges their CX program faced in capturing what their customers think.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Kayako
OCTOBER 24, 2018
The times they are a-changing, and that goes double for the small business world. Customers, their habits and preferences, they’ve evolved a lot over the last several years—and customer support teams are sprinting to catch up. A whopping 87% of consumers say brands should put more effort into creating consistent support experiences. With changing customer needs and constantly evolving technology, that takes a lot more than just service with a smile.
Kristina Evey
OCTOBER 23, 2018
Shownotes … Lack of Momentum. We all know that not moving forward stalls results and focus. So why do we let it happen? Because life/work happens … and things get bumped. If this is you and your organization, you are most certainly NOT alone. The thing I find is companies simply let too much time pass between events, milestones, and follow up.
Calabrio
OCTOBER 25, 2018
Best Practices 3 faons de prparer votre centre de contact au recrutement saisonnier Share Si la priode des ftes de fin d’anne est la plus importante financirement pour votre entreprise, c’est aussi la priode la plus charge en termes d’interactions avec les clients dans votre centre de contact. Que les clients s’adressent vous pour la premire ou la dixime fois, ces interactions ont une grande influence sur leur exprience globale.
InMoment XI
OCTOBER 22, 2018
Fremont Bank Talks CX: Survey Success At Freemont Bank, they’ve worked hard to establish a relationship with clients face-to-face, however they acknowledge that digital methods of communication have changed how customers prefer to communicate. Watch Freemont Bank’s VP of Client Experience explain the challenges their CX program faced in capturing what their customers think.
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NICE inContact
OCTOBER 23, 2018
SeaWorld Parks and Entertainment operates 12 parks—some seasonal, others year-round—that welcome a steady stream of guests that include families, school groups, kids and adults of all ages. On the front lines of customer service are SeaWorld’s ambassadors, numbering 125 to 300, depending on the season, operating from the company’s single, central contact center in Orlando.
ShepHyken
OCTOBER 26, 2018
This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind? What about the service experience was extraordinary?
Horizon CX
OCTOBER 23, 2018
A colleague of mine often shares this sage advice whenever the opportunity arises; “God gave you two ears and one mouth, use them appropriately.” It seems talking is easy and listening is hard. Why is that? Some suggest this difficulty is related to brain function as the average person speaks at 125 words per minute, but our brains process information much more quickly.
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